Job summary
We have an exciting opportunity to expand our team of Single Point of Contact/RMS Telephone Advisors within the Referral Management Service (RMS). If you are enthusiastic, motivated and have excellent communication skills we would like to hear from you.
The SPOC/RMS is staffed by qualified clinicians who are supported by SPOC/RMS Telephone Advisors with the skills necessary to determine the most effective pathway for delivery of patient care in a timely manner. The post holder will work closely with the clinicians in the team on a rota basis. Processing referrals, answering a variety of telephone calls and utilising strong initiative skills to provide excellent administration support throughout the shift.
Whilst this rewarding non-clinical role can be fast paced and challenging, full support and training will be provided and the Trust is committed to staff development.
We are looking for flexible staff that are able to work over 7 days per week and support the delivery of the service on a rota basis. Fixed term for 6 months but may be extended
Applicants will be invited to interview once applied and short listed and will be notified via NHS Jobs.
(Please note that should we receive a high number of applications, we reserve the right to close the advert earlier than advertised).
Main duties of the job
The post holder will manage all incoming communications including telephone, letter and/or any other forms of communication.
The post holder will use information systems to establish the urgent status of potential new referrals.
The post holder will manage day to day enquiries and requests for information.
The post holder will work to agreed pathways and protocols to support Community Nursing team.
About us
Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.
There's one reason why our services are outstanding - and that's our amazing staff - who, for the seventh year running, rated us incredibly highly in the national staff survey.
If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.
Job description
Job responsibilities
To be the first point of contact for the service user or carer/relative, establishing the nature of the communication.
To answer all incoming telephone calls and direct them to appropriate clinician/practitioner across the organisation.
Will be responsible for inputting new referrals onto SPOC data systems.
To provide information to callers in response to enquiries for information, accessing relevant electronic/web based information directories.
To check the Electronic patient systems to establish whether an individual is previously/already known and open to the organisation.
To enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.
To identify referrals requiring immediate response and re-direct to appropriate Single Point of Access clinician/practitioner.
To contribute to the continuous improvement of service provision by communicating service user feedback.
To effectively manage incoming and outgoing post.
To establish priorities, work independently, and proceed with objectives with minimal supervision.
The Single Point of Access is a 365 days a year service and SPOC will be expected to work a shift pattern to cover.
Job description
Job responsibilities
To be the first point of contact for the service user or carer/relative, establishing the nature of the communication.
To answer all incoming telephone calls and direct them to appropriate clinician/practitioner across the organisation.
Will be responsible for inputting new referrals onto SPOC data systems.
To provide information to callers in response to enquiries for information, accessing relevant electronic/web based information directories.
To check the Electronic patient systems to establish whether an individual is previously/already known and open to the organisation.
To enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.
To identify referrals requiring immediate response and re-direct to appropriate Single Point of Access clinician/practitioner.
To contribute to the continuous improvement of service provision by communicating service user feedback.
To effectively manage incoming and outgoing post.
To establish priorities, work independently, and proceed with objectives with minimal supervision.
The Single Point of Access is a 365 days a year service and SPOC will be expected to work a shift pattern to cover.
Person Specification
Qualifications & Training
Essential
- Good level of education equivalent of NVQ Level 3 or above
Desirable
- Training in telephone call handling/ triage within health care setting
Experience
Essential
- Knowledge and experience of working within a health care setting
- Telephone call handling within a health care setting
Desirable
- Experience of Referral Management & prioritization using agreed protocols within health care setting
Skills & Knowledge
Essential
- Excellent accurate keyboard skills
- Excellent telephone skills and manner
Desirable
Person Specification
Qualifications & Training
Essential
- Good level of education equivalent of NVQ Level 3 or above
Desirable
- Training in telephone call handling/ triage within health care setting
Experience
Essential
- Knowledge and experience of working within a health care setting
- Telephone call handling within a health care setting
Desirable
- Experience of Referral Management & prioritization using agreed protocols within health care setting
Skills & Knowledge
Essential
- Excellent accurate keyboard skills
- Excellent telephone skills and manner
Desirable
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
